Terms of Service
1. Acceptance of Terms; Modifications.
This Terms of Service Agreement (hereinafter referred to as the "Agreement") governs the use of services provided by "Matt + Hanna" (hereafter referred to as the "Matt + Hanna," "Service Provider," "we", "us," "our"). The term "Clients," "you," "your," "pet owners" as used herein refers to all individuals or entities accessing or utilizing the services offered by "Matt + Hanna" for any reason.
The Client's engagement with "Matt + Hanna" and use of its services constitute an agreement to be bound by the terms and conditions set forth in this Agreement, along with any future modifications and additional terms and conditions associated with specific services provided.
The Service Provider reserves the right to update and change the terms of this Agreement from time to time without prior notice. It is the responsibility of the Client to review this Agreement periodically for updates. Continued use of the services after such changes shall constitute consent to such changes. If you do not agree to be bound by the then current Notices and Policies, your sole remedy is not to use the services provided by "Matt + Hanna."
2.Liability. We hold no responsibility for any issues arising from allergies, reactions, or adverse effects related to the use of provided materials or consumables. Clients are required to inform us of any such risks in advance. All services are subject to availability and our standard terms and conditions.
2.1 Liability for Walker Injuries. In instances where our walker sustains injury due to the behavior of a client’s dog, such as biting or other aggressive actions, the client shall bear full responsibility for the resulting medical expenses and related loss. It is imperative that clients ensure their pets are suitably trained and controlled to prevent such occurrences.
2.2 Liability for Injury Caused by Client's Pet. In the event our sitter incurs injury attributable to the behavior of a client's pet, such as biting or other aggressive actions, the pet owner shall be held responsible for covering all associated medical expenses and related damages.
2.3 Abandoned Pets; Re-homing. In the event that a pet owner arranges for our services and fails to retrieve their pet after the agreed-upon service period, "Matt + Hanna" reserve the right, at our sole discretion, to place the pet in foster care, transfer care to appropriate authorities, or find alternative arrangements. The pet owner agrees to reimburse us for all costs and expenses associated with such actions. Additionally, we reserve the right to remove a pet from our care if we deem it necessary for safety reasons. Efforts will be made to contact the pet owner or their emergency contact to arrange alternative care. In the absence of contact, we will exercise our best judgment to ensure the pet's well-being. The pet owner is responsible for all costs incurred in such situations and authorizes the release of their pet’s veterinary records for relocation or re-homing purposes.
2.4 Emergencies. We advise pet owners to provide their service providers with contact information for emergencies where medical care for the pet may become necessary. Service providers are obliged to promptly contact the pet owner in such cases. If the pet owner is unreachable, they authorize the service provider to obtain necessary veterinary care. Pet owners also authorize the release of their pet’s veterinary records in these situations. Should a pet owner refuse medical care when contacted, they release the service provider from any liability or claims arising from not seeking such care. Pet owners are responsible for any medical treatment costs and authorize these charges to their payment method. We recommend that all clients maintain adequate pet insurance to cover veterinary care costs.
3.Payment Terms
3.1 Payment Schedule. Our billing system is designed to accommodate both frequent and one-time clients. Regular clients, who utilize our services on a repeated basis, are billed monthly on the first service of each month. For clients engaging with our services on a one-time basis, billing occurs on the day of their first scheduled service.
3.2 Payment Methods. Clients are offered two convenient options: cash and e-transfer. For those preferring e-transfer, payments can be directed to the email on your invoice. We kindly request that clients include their invoice number in the transfer notes to streamline the payment tracking process. It's important to note that whether opting for cash or e-transfer, the payment due date is set for either the first day of the month or the first day of the service, depending on which occurs first.
3.3 Late Payment Policy. We have instituted a policy where a $5 penalty is levied for each day a payment is overdue, starting from 7 days after the initial due date.
3.4 Cancellation Policy. We request that any changes or cancellations to bookings be communicated to us at least 24 hours in advance of the scheduled service time. Failing to do so will incur a $10 late cancellation fee. Additionally, a $5 rescheduling fee will be applied for any changes made without the requisite notice (24 hours).
3.5 Late Fees and Additional Charges. As a pet owner, you acknowledge and agree that failing to retrieve your pet at the end of the service period specified in a booking will result in additional charges. These charges will be calculated on a pro-rata basis for each partial late day, based on the daily rate established in the booking. Furthermore, you agree to indemnify "Matt + Hanna" for any additional costs and expenses incurred due to your delayed retrieval of your pet. These costs may be charged to your designated payment method.
3.6 Currency of Transactions. Please note that all charges and transactions conducted with "Matt + Hanna" are in Canadian Dollars (CAD). This applies to all our services, including dog walking, pet sitting, and dog training, as well as any additional fees or penalties as outlined in our Terms of Service. Clients are advised to consider this when making payments to ensure accurate and timely financial transactions.
3.7 Promos/Coupons. When utilizing a promotional or coupon code, it must be entered during Booking in the 'Promo Code' field to redeem the offer. Coupons cannot be combined with other coupons or promotional offers and are limited to one per transaction. They may not be redeemed for cash, credit, or refund. Specific restrictions apply as stated in the terms of each offer. "Matt + Hanna" reserves the right to limit coupon usage on certain services. Online coupons are only valid as per the specific terms of each offer.
5. Liability and Risk Management
5.1 Liability Limits. To the maximum extent permitted under applicable law, "Matt + Hanna" shall not be liable for any indirect, special, incidental, or consequential damages, including travel expenses, or for any business losses, loss of profit, revenue, contracts, data, goodwill, or other similar losses or expenses that may arise out of or are in any way connected with the use of or inability to use our services. Furthermore, in the provision of our dog walking, pet sitting, and training services, "Matt + Hanna" exercises the utmost care and professionalism. However, it is expressly stated and mutually understood that our walkers, sitters, or trainers are not liable for any accidents, incidents, or health issues which may arise with pets under our care. This exclusion of liability extends to, but is not limited to, any unforeseen injuries, ailments, or behavioral problems that may occur regardless of our preventative measures and protocols. We adhere strictly to best practices in pet care, yet unforeseen circumstances may arise beyond our reasonable control. Clients acknowledge that every pet is unique and may respond differently to various situations, including those involving other animals, humans, or environmental factors. Therefore, while we pledge to provide attentive and responsible care, we are not liable for actions or behavior of pets that are inherently unpredictable.
5.2 Damage or Injury Responsibility. In regard to potential damage to property or injury caused by pets under our care, "Matt + Hanna" disclaims responsibility for any such occurrences. It is the pet owner's obligation to assume full liability for any damages or injuries caused by their pet, including but not limited to damages to others' property, injuries to other pets, or injuries to people. This stance is rooted in the understanding that pet owners are ultimately responsible for the actions of their pets. As a preventive measure, we recommend pet owners ensure their pets are adequately trained and socialized, especially when interacting in public or communal environments. Furthermore, it is crucial to note that in cases where a pet under our care causes harm or damage to our walkers, sitters, or trainers, or to their personal properties, the pet owner shall bear full responsibility for such incidents. The liability encompasses covering any medical treatments, repairs, or replacements necessitated due to actions or behavior of the pet. This clause underlines the accountability of the pet owner for their pet's actions, ensuring that our staff are protected and that the pet owners are cognizant of their responsibilities in maintaining the safety and well-being of everyone involved. By agreeing to our services, clients confirm their understanding of these terms and accept the responsibility to indemnify "Matt + Hanna" against any claims, damages, or liabilities arising from the behavior or actions of their pets while under our care. This indemnification extends to any costs or expenses, including but not limited to legal fees, arising from such claims.
6.Health and Vaccination Requirements
6.1 Vaccination Requirements. In accordance with our commitment to maintaining the highest standards of pet health and safety, "Matt + Hanna" enforces stringent health and vaccination requirements for all pets under our care. Prior to the initiation of any services, it is imperative that clients provide verifiable proof of current vaccinations for their pets. Specifically, we require documentation of a rabies vaccination, valid within a three-year timeframe, for all dogs and cats. This measure is a crucial preventive step to safeguard not only the individual pet but also the broader pet community from the potential spread of this severe disease. Moreover, for dogs participating in our group or pair walking services, an additional vaccination against Kennel Cough is mandatory. This vaccination should be current, with validity within one year, to ensure the utmost protection against this highly contagious respiratory disease. By mandating this vaccination, we aim to foster a safe and healthy environment for all pets engaging in our communal activities.
6.2 Sick Pet Policy. Furthermore, our sick pet policy mandates full disclosure from clients regarding any illnesses their pet may be suffering from, including, but not limited to, kennel cough, canine influenza, parvovirus, and external parasites. It is the pet owner's responsibility to promptly inform "Matt + Hanna" of their pet's health status before the commencement of services. Our team will then conduct a thorough assessment of the pet's condition to determine the suitability and safety of providing our services under such circumstances. We reserve the right to terminate our services if deemed necessary for the wellbeing of the pet in question or to prevent potential health risks to other pets under our care. This rigorous approach to health and vaccination requirements is fundamental to our operations. It ensures that we are providing a responsible and safe service, mitigating health risks to the pets entrusted to us. In instances of non-disclosure or misrepresentation of a pet's health condition by the client, any resulting issues or complications will be the sole responsibility of the pet owner. This policy underlines our unwavering commitment to the health and safety of all pets, while also safeguarding our business from liabilities arising from preventable health issues.
7. Client Responsibilities
7.1 Certification of Compliance with Applicable Law. By accessing and using "Matt + Hanna" services, you certify that you are (1) at least 18 years of age or the age of majority in your jurisdiction, whichever is higher, and (2) will comply with all applicable laws and regulations in your activities through our service. For pet owners (clients), this includes ensuring pets are vaccinated, licensed, identification-tagged, and/or microchipped as required by local laws or regulations. You also agree to obtain and maintain any mandatory insurance policies for your pets, benefiting third parties, including our service providers, to the same extent as they benefit you. You acknowledge that "Matt + Hanna" relies on these certifications from you, is not responsible for ensuring all users comply with laws and regulations, and will not be liable for a user’s failure to do so.
7.2 Client's Role. Clients engaging with "Matt + Hanna" are required to uphold certain responsibilities to ensure the effective and safe provision of our services. It is imperative for clients to fully disclose all pertinent information regarding their pet's health, including any allergies, diseases, and behavioral issues such as aggression. This disclosure is vital for us to tailor our care appropriately and mitigate any potential risks.
7.3 Communication Expectations. Furthermore, clients must maintain an accessible method of communication, such as phone calls or text messages. This will enable us to provide timely updates after each service and ensure effective communication, particularly in emergency situations.
7.4 Phone Number Changes. In the event of deactivating a mobile phone number that you have previously provided to "Matt + Hanna," you agree to promptly update your account information with us. This is to ensure that messages intended for you are not mistakenly sent to the individual who may acquire your former number. Timely updating of your contact details is crucial for maintaining effective communication and ensuring the continued smooth provision of our services.
7.5 Property Access. Regarding property access, clients are obliged to provide our walkers, sitters, and trainers with access to their property during the scheduled service times. In instances where access is not possible, and the client is unresponsive to our attempts to contact them, resulting in our inability to provide the scheduled service, a cancellation fee of $10 will be applied.
8. Termination Policy
8.1 Termination by Client. Clients wishing to terminate their service agreement must provide a 24-hour notice prior to the scheduled service time. Failure to provide such notice will result in a $5 cancellation fee for each service that falls within this window. Notably, clients enrolled in our Loyalty Program are exempt from this cancellation fee.
8.2 Termination by Service Provider. The service provider reserves the right to terminate services under certain conditions, including but not limited to situations where it is deemed unsafe to continue service, inability to provide service, or lack of access to the client's property.
8.3 Refund Policy. In the event of termination, clients are entitled to a refund for any unused or unprovided services, after deducting any applicable cancellation fees. Refunds will be processed and issued within 10 business days.
9. Dispute Resolution. If clients have any complaints or issues with our services, our preferred approach is to amicably and efficiently resolve complaints without resorting to arbitration. Before initiating arbitration, you are required to contact us in writing to outline your complaint. This can be done through the contact information (email) provided on our website. Your written complaint should include your name, the email address associated with your account, a comprehensive description of the dispute, and the specific remedy you are seeking. It is important that your complaint is made on an individual basis and is personally signed by you. This step is crucial to give us the opportunity to work together towards a resolution.
10. Accuracy, Completeness And Timeliness of Information. Although Matt + Hanna tries to accurately describe and display Products, we cannot and do not promise that product descriptions or depictions are accurate, complete, reliable, current, or error-free. Occasionally there may be information on our site or in the service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.
In the event that a product is mistakenly listed at an incorrect price or an order was received with an incorrect price due to system error, we reserve the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, we will issue a full refund to your credit card.
11. Limitations Of Liability. In no event shall Matt + Hanna, our parent, subsidiaries and affiliates and their owners, shareholders, officers, directors, affiliates, employees, suppliers, contractors, licensors, service providers, subcontractors, interns and agents be liable to customer or any third party for any special, indirect, incidental, punitive, exemplary or consequential damages, including but not limited to lost profits or diminution in value, in any way arising out of or relating to any breach of these terms, customer's orders of products or any other interaction between customer and Matt + Hanna however caused, under a claim of any type or nature, based on any legal or equitable theory (contract, tort or otherwise), regardless of whether such damages were foreseeable and even if Matt + Hanna is advised of the possibility of such damages and notwithstanding the failure of any agreed or other remedy of its essential purpose, except where the exclusion or limitation of certain liabilities is prohibited by law.
Matt + Hanna, our parent, subsidiaries and affiliates and their owners, shareholders, officers, directors, affiliates, employees, suppliers, contractors, licensors, service providers, subcontractors, interns and agents assume no responsibility for any error, oversight, interruption, deletion, defect, delay in operation or transmission, communication line failure, theft or destruction or unauthorized access to, or alteration of any User communication.
Under no circumstance shall Matt + Hanna, our parent, subsidiaries and affiliates and their owners, shareholders, officers, directors, affiliates, employees, suppliers, contractors, licensors, service providers, subcontractors, interns and agents be liable for any damages that result from the use or inability to use the Matt + Hanna site, including but not limited to reliance by a User on any information obtained from the Matt + Hanna site or that result from mistakes, defects, omissions, deletion of files or e-mail, interruptions, errors, viruses, delays in transmission or operation, or any failure of performance.
Matt + Hanna offers free and/ or paid advice, pet care sheets, product information, and other resources for the convenience of our customers, and for educational uses. This information is not a replacement for veterinary care, and Matt + Hanna does not claim to give professional advice. This information should not be used for diagnosing or treating a pet. If your pet is experiencing health issues or injuries, you should consult a licensed veterinarian. Matt + Hanna assumes no responsibility for action taken based on information given by woofstable.com. Regardless of the event, Matt + Hanna will not under any circumstances be liable for any amount.
12. Copyright and Intellectual Property Rights
All content and materials provided by "Matt + Hanna," including but not limited to the text, graphics, logos, images, service methodologies, and website design, are the exclusive property of "Matt + Hanna." These elements are protected by copyright and other intellectual property laws. Clients and third parties are prohibited from copying, reproducing, modifying, distributing, displaying, performing, or transmitting any of the content and materials of "Matt + Hanna" for any commercial, public, or unauthorized purposes. Any unauthorized use of these materials may result in legal action to enforce our intellectual property rights. This includes seeking appropriate remedies, including financial compensation and injunctive relief, for infringement or breach of our intellectual property rights.
13. Third Party Services, Links
Our service may include links to third-party websites or resources. You acknowledge and agree that "Matt + Hanna" is not responsible or liable for the availability, accuracy, content, products, or services of these external sites or resources. The inclusion of any links does not imply endorsement of the websites, their content, or services. You bear sole responsibility for and assume all risks associated with the use of any such external websites or resources.
14. Indemnification
Clients agree to indemnify, defend, and hold harmless "Matt + Hanna" and its employees, agents, and affiliates from any claims, liabilities, losses, damages, and expenses, including reasonable attorney fees and court costs, arising from or related to the client's use of our services, any breach of this agreement, or the actions or behavior of their pet. This indemnification extends to cases involving claims of damage or injury caused by the client's pet to other parties, whether they be people, other pets, or property.
15. Force Majeure
15.1 Definition of Force Majeure Events. This clause recognizes that unforeseen events beyond the reasonable control of either party, such as natural disasters, severe weather conditions, acts of God, war, terrorism, or other major disruptions, can interrupt or hinder our ability to provide services.
15.2 Effect on Services. In the event of a force majeure, "Matt + Hanna" may be required to cancel or delay services without prior notice. We prioritize the safety and well-being of both pets and staff in such circumstances.
15.3 Relief from Obligations. Under force majeure conditions, "Matt + Hanna" is temporarily relieved from fulfilling our respective contractual obligations without any penalty. This relief extends until normal operations can be resumed safely and feasibly.
16. Miscellaneous
16.1 Amendment of Terms. "Matt + Hanna" reserves the right to amend these Terms of Service at any time. Any amendments will be effective immediately upon posting to our website or direct communication to clients. Continued use of our services following any changes constitutes acceptance of the new terms.
16.2 Severability. Should any provision of this agreement be deemed invalid or unenforceable, the remaining portions shall remain valid and enforceable, preserving the agreement's intent as much as legally possible.
16.3 Entire Agreement. This document represents the entire agreement between "Matt + Hanna" and our clients, superseding all prior agreements, whether written or oral.
16.4 Waiver. The failure of "Matt + Hanna" to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
For questions or concerns about the "Matt + Hanna" Service or these Terms, please contact us on our website.
