(The boring but important stuff)

Please direct all communication via our office. It is essential that all changes to bookings and to care instructions are be made via your online client portal or by phoning or emailing the office. If you leave written instructions, please also update your notes in your portal or send a copy of your instructions to the office.

We publish photos of pets on our website, instagram, and on Facebook. We only use the pets first names to ensure your privacy. Please advise if you would not like us to publish photos of your pet/s.

All enquiries will be attended to between  9.30am and 5.30 pm Monday to Friday, unless there is an emergency or urgent request. If your enquiry is urgent, please contact us on 0402 452 367.

We require 24 hours notice for cancellation / early arrival home, otherwise the full service fee will be charged.

There is a 100% Surcharge on Public holidays, Christmas Day, Boxing Day,  New Years Day, and Easter Sunday. This surcharge is passed on to staff who work through these busy periods (who doesn't deserve a little extra for working on Christmas day!)

It is essential you advise your vet of the dates that Prefurred Pet Care will be caring for your pets and discuss with them payment arrangements and level of care authorised should a consult be required. If there is an illness or accident involving your pet you are responsible to the expenses incurred in relation to obtaining the services of a veterinarian.

Contact will always be attempted with you or your emergency contact should we decide a vet consultation is required. In an emergency your pet will be taken to your preferred vet where possible. If your preferred vet is not available, or the time taken to obtain such services would endanger your pet, we may use another veterinarian as may be available and considered appropriate. A fee of $40 per hour will be charged for this service.

You are responsible to ensure access to pets and to provide all necessary equipment, eg leads for walks. The service will be charged for if the carer arrives but cannot carry out full requirements.

You are responsible for checking and ensuring all information supplied in your client portal is accurate and dates services are scheduled are correct, particularly when rebooking.

Purchase of extra food/kitty litter etc will incur a charge of $15 in addition to the cost of the purchase

We will endeavour to visit your pets as close as possible to your preferred time, however, dependant on other bookings and their locations, we may visit them at anytime during our service blocks - Morning: 7am to 10am, Midday: 10am to 2pm, or Afternoon: 2pm to 7pm.

Your pet will have one main primary carer assigned to them to form a bond and maintain familiarity. Another carer may be assigned on occasion due to scheduling constraints, holiday or sickness. 

Keys may be held by Pet Friends for future bookings. They are kept in a locked key unit and have no identifying surname or address attached to them. Should you require keys to be collected or returned for a service, a fee of $10 will be charged.


Before your first booking with us, we will organise an initial meeting. This pre-service initial meeting is complimentary. Further visits / meetings requested due to a change in pets/address/routine will be charged the minimum service fee.


If, through circumstances beyond our control, we are unable to supply the service, we may cancel your booking and refund any payment made. This is very unlikely and we will give as much notice as possible.

Prefurred Pet Care and our carers will take every reasonable precaution to ensure the safety and health of your pets however, should some circumstance arise that results in the loss or injury of your pet, neither the carer nor Pet Friends will be held responsible, no matter how caused.


While all due care will be taken with your pet you will be liable for any damage caused by your pet to property, people or other animals.


Prefurred Pet Care has public liability insurance cover, holds copies of police clearances for all staff, and takes the security of your home and pets very seriously.