WAGLY CLIENT TERMS AND CONDITIONS

Version 1.0 — Australia Effective date: Upon booking confirmation or account creation

These Terms and Conditions govern your use of the Wagly platform and the pet care services you book through it. By creating an account, making a booking, or using any Wagly service, you agree to be bound by these terms in full.

Wagly is owned and operated in Queensland, Australia. References to "we," "us," or "our" refer to Wagly. References to "you" or "client" refer to the individual making a booking or using the Wagly platform. References to "Pet Professional" refer to the verified carer, walker, sitter, handler, or specialist providing services through the Wagly platform.

Please read these terms carefully. If you have any questions contact us at [email protected] before making a booking.

PART 1 — THE WAGLY PLATFORM

1.1 What Wagly is

Wagly is an Australian-owned pet care marketplace that connects pet owners with verified, independent Pet Professionals offering a range of pet care services. Wagly facilitates the booking, payment, and communication between clients and Pet Professionals. Wagly is not itself the provider of pet care services. The pet care services you book are provided by independent Pet Professionals who have been verified and approved to list on the Wagly platform.

1.2 The relationship between you, Wagly, and your Pet Professional

When you make a booking through Wagly, you are entering into a service arrangement with an independent Pet Professional. Wagly facilitates that arrangement and provides the platform infrastructure, verification processes, booking management, payment processing, and customer support that make it possible. Wagly is not a party to the service itself and is not liable for the acts or omissions of Pet Professionals except to the extent set out in these terms.

Your Pet Professional is an independent operator who has agreed to Wagly's professional standards, verification requirements, and Code of Conduct. They are not employees or agents of Wagly.

1.3 Platform access

To use the Wagly platform you must be 18 years of age or older, be an Australian resident or have a valid Australian address for service delivery, provide accurate and complete registration information, and maintain the security of your account login details. You are responsible for all activity that occurs under your account. If you believe your account has been compromised, contact us immediately at [email protected].

1.4 Accuracy of information

You agree to provide accurate, complete, and current information about yourself and your pet at all times. This includes your contact details, your pet's name, breed, age, weight, temperament, medical history, known behavioural issues, vaccination status, and any other information relevant to the safe and appropriate provision of services. Providing inaccurate or incomplete information about your pet that affects the safety of your pet, the Pet Professional, or other animals is a material breach of these terms.

PART 2 — BOOKINGS

2.1 How bookings work

Bookings are made through the Wagly platform by selecting a service, choosing a Pet Professional, and confirming the booking details including date, time, duration, and any specific requirements. A booking is confirmed when you receive a booking confirmation from Wagly. Until confirmation is received your booking is a request only and is not guaranteed.

2.2 Your responsibility to provide accurate booking information

You are responsible for ensuring that all information provided at the time of booking is accurate. This includes the correct address for service delivery, the correct date and time, the correct number and type of pets to be included in the booking, any relevant medical, behavioural, or care instructions for your pet, and your emergency contact details and your veterinarian's contact details.

Inaccurate booking information that affects the Pet Professional's ability to deliver the service safely and appropriately — including undisclosed behavioural issues, undisclosed medical conditions, or an incorrect number of pets — may result in the service being refused at the time of delivery. In such circumstances the booking fee may not be refunded.

2.3 Meet and greet

For new bookings involving overnight boarding, home boarding, extended pet sitting, doggy day care, or any specialist service, we strongly recommend arranging a meet and greet between your pet and the Pet Professional before the first booking. A meet and greet allows your pet to become familiar with the carer and the environment and significantly improves the experience for your pet. While meet and greets are strongly recommended, they are not mandatory for standard bookings. For Breeder Specialist and Dog Show Handler bookings a pre-booking consultation is required and will be arranged by our team.

2.4 Specific service conditions

In addition to these general terms, specific conditions apply to individual services as follows.

Dog walking. All dogs must be on lead at all times during a walk unless you have provided explicit written permission for off-lead time in an appropriate enclosed area and your Pet Professional has confirmed their ability to accommodate this. Dogs must wear a collar with current identification tags. You are responsible for ensuring your dog is fit and healthy for the level of exercise involved in the booked walk.

Doggy day care. Day care operates between 6am and 6pm only. Dogs must be collected by 6pm. If your dog is not collected by 6pm the booking automatically becomes an overnight boarding booking and overnight boarding rates apply from 6pm. This transition is not negotiable and exists to protect the wellbeing of your dog and the household of your Pet Professional. Repeated failure to collect your dog by 6pm may result in your access to day care services being suspended.

Overnight home boarding. Drop off is from 6pm and collection is by 9am the following morning. If you need care for your dog beyond 9am on the collection day, a day care booking must be added and collection must be completed by 6pm that day. All boarding dogs must have a current C5 vaccination including kennel cough protection. Proof of vaccination must be provided to your Pet Professional at or before the first boarding stay.

Pet sitting — in your home. The minimum booking is two hours per visit. For consecutive absences of more than four days, overnight pet sitting is required rather than daily visits. You authorise your Pet Professional to access your home for the purpose of providing the booked service only, in the agreed areas of your property, during the agreed times. You are responsible for providing safe and appropriate access to your property.

Overnight pet sitting — in your home. For absences of five days or more, your Pet Professional stays in your home overnight. You are responsible for ensuring your home is safe, clean, and appropriately equipped for both your pet and the Pet Professional. You must provide access to laundry facilities, a comfortable sleeping arrangement, and kitchen facilities as a minimum. Any specific house rules must be communicated clearly before the booking begins.

Wagly Breeder Specialist. This service is available to registered breeders with active litters or imminent whelpings. You must be registered with Dogs Australia or an equivalent recognised state body to access this service. Breeder Specialist services are a support service only. Your Breeder Specialist is not a veterinarian and is not a substitute for veterinary care. You must provide your veterinarian's contact details before any Breeder Specialist booking begins. Your Breeder Specialist will escalate to your veterinarian at the first sign of anything beyond normal neonatal variation.

Dog show handling. You are responsible for ensuring your dog's entry is correctly lodged under your ANKC membership before the show date. Your Dog Show Handler is providing a professional ring presentation service only. Show results are not guaranteed and no refund is payable based on show outcome. Travel costs for interstate shows are agreed between you and your handler before the booking is confirmed and are in addition to the handling fee.

Wedding Chaperone. Wedding Chaperone bookings require a minimum of four weeks notice and a pre-booking consultation. Your Wedding Chaperone will make all decisions relating to the management and welfare of your dog on the day at their professional discretion, including the decision to remove your dog from the event if they believe it is in your dog's best interest. You agree in advance to respect and support this decision-making authority. No refund is payable if your Wedding Chaperone determines that your dog needs to be removed from the event earlier than planned for welfare reasons.

Pooper Scooping. You must ensure that your yard is safely accessible and that any dogs in the yard are secured inside or in a separate area during the visit if they may react to a stranger entering the yard. You are responsible for ensuring safe gate access for your Scooping Hero. Wagly is not responsible for waste missed due to inaccessible areas of your yard or obstruction by garden furniture, equipment, or other items.

In-home grooming. You must ensure that your pet is free from external parasites before a grooming appointment. If your groomer discovers fleas, ticks, or other parasites on your pet during a grooming session, they are entitled to cease the service and the full grooming fee applies. You are responsible for ensuring your home has appropriate space, water access, and power access for the groomer to work safely.

2.5 Vaccination and health requirements

All dogs using Wagly services where they will interact with other dogs or be present in another person's home — including day care, boarding, and group walks — must be up to date with their C5 vaccination including kennel cough protection. You may be asked to provide proof of vaccination at any time. We reserve the right to refuse service or remove your pet from a shared environment if we have reason to believe vaccinations are not current. For pet sitting in your own home, vaccination requirements are at the discretion of the individual Pet Professional.

2.6 Unwell pets

You must not book or proceed with a booking if your pet is currently unwell, has been recently exposed to a contagious illness, or has displayed symptoms of illness in the 48 hours before the booking. If your pet becomes unwell after a booking is confirmed, you must notify your Pet Professional and Wagly immediately. Proceeding with a booking while knowingly concealing your pet's illness is a breach of these terms and may result in your account being suspended.

PART 3 — PAYMENTS AND CANCELLATIONS

3.1 Pricing

Service pricing is displayed on the Wagly platform at the time of booking. Prices are in Australian dollars and inclusive of GST where applicable. Individual Pet Professionals set their own rates within Wagly platform guidelines. The price displayed at the time of booking confirmation is the price you will be charged.

3.2 Payment

Payment is processed securely through the Wagly platform at the time of booking confirmation. Wagly uses secure third-party payment processing and does not store your full payment card details. By providing payment details you authorise Wagly to charge the confirmed booking amount. For extended bookings such as long-term pet sitting or boarding, payment terms will be confirmed at the time of booking.

3.3 Cancellation by you

The following cancellation policy applies to all standard Wagly bookings.

Cancellation with more than 72 hours notice before the booking start time — full refund of the booking fee.

Cancellation with 48 to 72 hours notice before the booking start time — 50% refund of the booking fee.

Cancellation with less than 48 hours notice before the booking start time — no refund. The full booking fee is retained to compensate the Pet Professional for the lost booking.

Cancellation of a booking on the day of service or after the service has commenced — no refund.

For Wagly Wedding Chaperone bookings a separate cancellation policy applies given the planning and preparation involved. Cancellation more than 30 days before the wedding date — full refund less the transition setup fee if applicable. Cancellation 14 to 30 days before the wedding date — 50% refund. Cancellation less than 14 days before the wedding date — no refund.

For Wagly Breeder Specialist live-in bookings, cancellation with more than 7 days notice — full refund less any non-refundable travel costs already incurred. Cancellation with less than 7 days notice — 50% refund less any non-refundable travel costs. Cancellation on the day — no refund and all travel costs incurred are payable in full.

3.4 Cancellation by your Pet Professional

In the rare event that your Pet Professional needs to cancel a confirmed booking they will notify you as early as possible and Wagly will work to find a suitable replacement. If a replacement cannot be arranged, a full refund of the booking fee will be provided. Wagly is not liable for any costs, losses, or inconvenience arising from a Pet Professional cancellation beyond the refund of the booking fee.

3.5 Modification of bookings

Requests to modify a confirmed booking — including changes to date, time, duration, or service type — should be made through the Wagly platform as early as possible and are subject to your Pet Professional's availability. Modifications made with less than 48 hours notice are at the Pet Professional's discretion and cannot be guaranteed.

3.6 No shows

If you fail to present your pet for a confirmed booking without prior cancellation the full booking fee is forfeited. If your Pet Professional attends your home for a confirmed booking and cannot access the property or contact you within 30 minutes of the agreed start time, the booking will be treated as a no-show and the full fee applies.

PART 4 — YOUR PET'S SAFETY AND WELFARE

4.1 Your responsibilities as a pet owner

You are responsible for the health, welfare, and safety of your pet at all times. This includes ensuring your pet is fit and healthy for the type of service booked, disclosing all known health conditions, behavioural issues, and relevant history to your Pet Professional before the booking begins, ensuring vaccinations are current and providing proof when required, providing appropriate food, medications, and equipment for extended bookings, and providing your veterinarian's contact details for all bookings involving overnight care or specialist services.

4.2 Emergency veterinary care

You authorise your Pet Professional and Wagly to seek emergency veterinary treatment for your pet if they believe it is immediately necessary to protect your pet's health or life, and you cannot be reached in time. You agree to be responsible for all costs associated with emergency veterinary treatment obtained on your pet's behalf. Your Pet Professional will make every reasonable effort to contact you before seeking emergency treatment.

You must provide your regular veterinarian's contact details at the time of booking for all overnight, boarding, day care, Breeder Specialist, and specialist service bookings. You must also provide an emergency contact — a person who can be reached if you are unavailable — for all overnight and extended bookings.

4.3 Medication administration

If your pet requires medication during a booking you must disclose this at the time of booking and provide complete written instructions including medication name, dosage, timing, and method of administration. Not all Pet Professionals are able to administer all types of medication. Medication requirements must be confirmed with your Pet Professional before the booking is accepted. Wagly and your Pet Professional accept no liability for adverse reactions to medications administered strictly in accordance with your written instructions.

4.4 Behavioural disclosures

You must disclose any known or suspected behavioural issues with your pet at the time of booking. This includes but is not limited to dog reactivity or aggression towards other dogs, aggression or unpredictable behaviour towards humans, a history of biting or attacking, resource guarding, separation anxiety that may pose a risk to property or safety, or any other behaviour that may affect the Pet Professional's ability to safely manage your pet. Failure to disclose known behavioural issues that result in injury to a person, another animal, or damage to property may make you liable for resulting costs and damages.

4.5 Your pet's behaviour

You are responsible for your pet's behaviour during any Wagly booking. If your pet injures a Pet Professional, another animal, or a third party as a result of a behavioural issue you failed to disclose, or a condition you knew or ought reasonably to have known about, you may be liable for resulting damages, medical costs, and any other losses suffered. Wagly will cooperate fully with any insurance or legal process arising from such an incident.

PART 5 — LIABILITY AND INSURANCE

5.1 Wagly's liability

Wagly operates as a marketplace and takes all reasonable steps to verify, vet, and maintain the quality of Pet Professionals listed on the platform. However Wagly does not and cannot guarantee the conduct of independent Pet Professionals. To the maximum extent permitted by Australian law, Wagly's liability to you for any claim arising from a service delivered by a Pet Professional is limited to the amount of the booking fee paid for the specific booking in which the issue arose.

Wagly is not liable for any indirect, consequential, special, or incidental losses arising from your use of the platform or the services booked through it, including but not limited to veterinary costs arising from your pet's pre-existing conditions, loss or injury to your pet in circumstances where the Pet Professional acted with reasonable care, property damage caused by your pet's undisclosed behavioural issues, or costs arising from a Pet Professional cancellation beyond the refund of the booking fee.

5.2 Pet Professional liability

Pet Professionals are independent operators. Their liability to you for losses arising from their services is governed by Australian Consumer Law and any additional protections that may apply. If you have a concern about the conduct of a Pet Professional during or after a booking, contact Wagly immediately at [email protected]. We take all complaints seriously and investigate each one thoroughly.

5.3 Your home and property

When a Pet Professional enters your home to provide a service, you are responsible for ensuring your home is safe for them to work in. This includes ensuring there are no hazards that could cause injury to the Pet Professional, that any areas they are not authorised to access are clearly identified, and that your home is free from any known health or safety risks. Wagly and your Pet Professional are not liable for pre-existing damage to your property or for damage caused by your pet's undisclosed behavioural issues.

5.4 Insurance

Wagly strongly recommends that all pet owners hold current pet insurance for their animals. Wagly strongly recommends that all Pet Professionals hold appropriate public liability insurance for their activities. Wagly itself holds platform-level insurance coverage the details of which are available on request. Individual Pet Professionals are responsible for their own insurance coverage and Wagly does not guarantee that any individual Pet Professional holds insurance. If insurance coverage is important to you for a specific booking, ask your Pet Professional to confirm their insurance status before the booking is confirmed.

5.5 Australian Consumer Law

Nothing in these terms limits, excludes, or modifies any rights, guarantees, or remedies you may have under the Australian Consumer Law that cannot lawfully be limited, excluded, or modified.

PART 6 — PRIVACY AND COMMUNICATIONS

6.1 Your personal information

Wagly collects and handles your personal information in accordance with our Privacy Policy, available at wagly.com.au. We collect the information necessary to operate the platform, facilitate bookings, verify your Pet Professional's credentials, and provide customer support. We do not sell your personal information to third parties.

6.2 Your pet's information

Information about your pet including their name, breed, medical history, and behavioural notes is shared with your Pet Professional for the purpose of providing your booked service. By providing this information you consent to it being shared with your Pet Professional and retained in the Wagly platform for the purpose of managing your ongoing bookings.

6.3 Marketing communications

By creating a Wagly account you agree to receive transactional communications relating to your bookings and account. You may opt in to receive marketing communications from Wagly including service updates, promotions, and member news. You can opt out of marketing communications at any time by clicking unsubscribe in any marketing email or by contacting us at [email protected].

6.4 Photography and content

Your Pet Professional may take photos or short videos of your pet during a booking for the purpose of sending you updates. You consent to this as part of the Wagly service experience. If you do not wish photos or videos to be taken during a booking, please advise your Pet Professional and note this in your booking instructions. Photos taken by your Pet Professional during a booking are for your personal use and for the Pet Professional's portfolio. They may not be used in Wagly's marketing without your separate written consent.

6.5 Reviews

Following the completion of a booking you may be invited to leave a review of your Pet Professional on the Wagly platform. Reviews must be honest, fair, and based on your genuine experience. Reviews that contain false information, personal attacks, offensive language, or information that could identify third parties may be removed at Wagly's discretion. By submitting a review you grant Wagly a non-exclusive licence to display that review on the platform.

PART 7 — GENERAL TERMS

7.1 Platform availability

Wagly takes all reasonable steps to ensure the platform is available and operational. However we do not guarantee uninterrupted access to the platform and we are not liable for any losses arising from temporary unavailability due to maintenance, technical issues, or circumstances outside our control. We will notify you of planned maintenance where possible.

7.2 Changes to services and pricing

Wagly reserves the right to add, modify, or remove services listed on the platform at any time. Individual Pet Professionals may update their service offerings and pricing at any time. Changes to pricing do not apply to bookings already confirmed. We will notify you of any material changes to the platform or our services with reasonable notice.

7.3 Prohibited conduct

You agree not to use the Wagly platform in any way that is unlawful, harmful, or contrary to these terms. Prohibited conduct includes providing false information about yourself or your pet, attempting to arrange bookings directly with Pet Professionals outside the platform to avoid Wagly's booking and payment systems, harassing, threatening, or abusing Pet Professionals or Wagly staff, using the platform for any purpose other than booking legitimate pet care services, or attempting to compromise the security or integrity of the platform.

Wagly reserves the right to suspend or terminate your account without notice if you engage in prohibited conduct.

7.4 Account suspension and termination

Wagly may suspend or terminate your client account in the following circumstances: confirmed or suspected fraudulent activity, a pattern of booking and cancelling designed to abuse the refund policy, threatening or abusive conduct towards a Pet Professional or Wagly staff, failure to pay outstanding booking fees, a serious or repeated breach of these terms, or conduct that brings Wagly into disrepute or poses a risk to the safety of Pet Professionals or animals.

Where possible we will provide notice of suspension or termination with reasons. In cases of serious misconduct or fraud we may suspend immediately without prior notice.

7.5 Complaints and disputes

If you are dissatisfied with any aspect of a service or have a complaint about a Pet Professional, contact Wagly at [email protected] as soon as possible after the issue arises. Please include your booking reference number, a description of the issue, and any supporting information including photographs if relevant. We take all complaints seriously and will investigate and respond within 5 business days. Our goal is always to reach a fair outcome for both clients and Pet Professionals.

If a complaint cannot be resolved to your satisfaction through our internal process, both parties agree to attempt resolution through mediation before pursuing formal legal proceedings.

7.6 Force majeure

Wagly and your Pet Professional are not liable for any failure or delay in providing services caused by circumstances beyond reasonable control including but not limited to severe weather events, natural disasters, pandemic restrictions, government orders, or other events that make it impossible or unlawful to deliver the booked service. In such circumstances we will work with you to reschedule or provide a refund at our discretion.

7.7 Governing law

These terms are governed by the laws of Queensland, Australia. Any dispute that cannot be resolved through our complaints process or mediation will be subject to the non-exclusive jurisdiction of the courts of Queensland.

7.8 Variation of terms

We may update these terms from time to time. We will notify you of material changes by email with a minimum of 30 days notice before changes take effect. Continued use of the platform after the effective date of updated terms constitutes your acceptance. Bookings confirmed before the effective date of updated terms remain subject to the terms in place at the time of booking confirmation.

7.9 Entire agreement

These terms together with our Privacy Policy and any service-specific conditions communicated to you at the time of booking constitute the entire agreement between you and Wagly in relation to your use of the platform and services and supersede all prior discussions or representations.

7.10 Severability

If any provision of these terms is found to be invalid, unenforceable, or illegal, that provision will be severed and the remaining provisions will continue in full force and effect.

7.11 Acknowledgement

By creating a Wagly account, making a booking, or using any Wagly service you confirm that you have read and understood these terms and agree to be bound by them.